Profile
Ken has over 20 years of experience in the software and high-tech industry working extensively on the customer value chain. He has deep expertise in customer journey mapping, retention strategies, land & expand strategies, technical support deployments, and customer success operations. He is adept at analyzing customer success and support tech stack to find optimizations that enable customer care at scale.
Professional Background
Prior, Ken has led several customer success and support functions at the executive level for a range of Software-as-a-service (SaaS) companies in the Customer Relationship Management (CRM), Learning Management Systems (LMS), Online Community, and Mobile App space. Ken’s early career was in software development for Motorola and Nvidia. He is also a combat veteran of the U.S. Army.
Education
Ken holds an MBA from Carnegie Mellon University where he was class president and the Walter Jones Fellow. He also has an M.S. in Computer Engineering from the University of Texas and a B.S. in Electrical Engineering from the Rochester Institute of Technology.
Furthermore
Ken plays a mean set of bongos and congas and can often be found jamming with friends on the weekend when he isn’t coaching his 5-year-old daughter’s basketball team. Ken is also an avid photographer focused on live music and concerts in the thriving Austin music scene.